by Jamie Pollenz | Nov 27, 2022
Client Experience (CX) is subjective and understanding the feedback data you get from your clients can help your firm gain insight into how they feel about your firm and the service they receive. By viewing this data as it relates to objective firm and project...
by Jamie Pollenz | Nov 27, 2022
Do you ever look at a client and wonder “why in the world do we do business with them?” Do you ever watch your pursuit teams chase every opportunity rather than target with laser precision? Do you ever wonder why you’re having to price work as a commodity rather than...
by Jamie Pollenz | Nov 27, 2022
Creating a culture focused on client experience that actually delivers positive ROI requires a clear focus. In this session, we’ll share how Client Experience can 1) identify business processes needed for each project that will deliver the most value to the client, 2)...
by Jamie Pollenz | Nov 27, 2022
We will learn the psychology of why clients make referrals and tap into core motivations that avoid “the pitch” and instead enable mutual success. Scripts, conversation guides, and accountability tracking tools will all be provided to enable attendees to...
by Jamie Pollenz | Nov 27, 2022
Every robust CX program develops dozens of “we shoulds” that firms struggle to prioritize. There are so many opportunities to improve client experience, how do teams know which ones are most important? Using a collaborative decision-making framework like...
